Learn here how to make the most of social media platforms to improve and retain your customer.
Last week we did research on how small businesses in Singapore use Instagram, Facebook, Twitter, and social media platforms.
And we found that most businesses haven’t leveraged these platforms rightly. They just share the posts and pictures without sparking off an engaging conversation with their audiences. In fact, they haven’t appropriate community pages to their business. No wonder if they are not seeing more likes or more retweets which can be their potential customers. Remember, social media is a powerful tool to boost your customer base. You need to use it strategically.
All you need to connect and engage with your audience through social media. What are their concerns? Are they happy with your services? Do you respond to their comments? Do you have started a campaign to connect with your more audience?
Here are the things to keep in mind to ensure better customer satisfaction with social media.
Respond to Feedback:
To keep your audience engaged and maintain good relations with them, it is important to respond to their queries. No matter if you get positive or negative feedback, aim to reply to every comment as possible.
Even acknowledging their positive feedback with thanks will make them feel like their opinion is really valued.
Don’t leave alone the negative feedback. Remember, it is likely to get more attention than positive ones. Stay polite and ask the users what problem they had with your product. Afterward, you can present a solution to their problem or give a reason. However, if there are a lot of negative reviews or complaints, there is an issue to be resolved.
But one thing is for sure—responding to the queries will keep you consistent and in their touch as well.
Team Up With Another Brand:
Nowadays, many brands are working together to give better services to their customers. This strategy can work if you are looking for a competitive edge. But make sure you have customers with similar interest and that you and your partner can complement each other with your offerings.
For example, if you are a real estate agent, you can partner up with a construction material supplier to expand your customer base.
Ask For Feedback:
How do customers feel about your products? Are they happy with it? Asking the customers for feedback is an important thing you can’t afford to miss. Customers will appreciate your products when they are asked for their opinions. They will feel involved and appreciated. Feedback strategy will let you know the areas of improvement or the plus points in your product. If you improve your product according to customers’ feedback, it will tell them that you actually care about them.
Highlight Your Customers:
An amazing way to build your brand loyalty! Try to highlight the customers who have done interesting things with your product or service. For example, if you sell instant noodles, you can feature the consumers who have made interesting recipes with your brand. Or you can share the stories of the people who are getting excellent results with your product.
Not only it encourages others to use your brand, but it gives a human tone to your products.
Humanize Your Brand:
In 2014, Procter and Gamble ran a campaign, #LikeAGirl associated with their feminine hygiene brand, Always. The campaign invited people to express “what it means to act like a girl”. The reaction videos went viral across social media channels. Similarly, Dove campaign tried to invoke emotion and improve the perception of people about themselves with their Dove Real Beauty Sketches campaign. Although these two campaigns are more emotional and thought-provoking, they effectively related the “brand” with people. It is like invoking emotions and delivering the message that has to be associated with your brand somewhere.
So these are the things that should be on your social media platforms. Keep one thing in mind—know your audience and their requirements. It will help you create effective and customer-centric social media presence.